Cancel Tails the easy way

Tails for pets (tails.com)

Tails (tails.com) is a UK-based tailored dog food and subscription service that creates personalised recipes and delivers regular food portions to subscribers. The brand offers tailored blends, subscription deliveries and online account management for deliveries, orders and cancellations.

Tails OS (different project)

Tails also names the privacy-focused operating system produced by The Tor Project. Tails OS is a free, portable Linux distribution used for anonymous browsing and to minimise traces on host computers. This guide focuses on tails.com pet services and subscription cancellation for UK consumers.

Company facts

Web (official logged-in pages)

1. Open a browser and sign in to your account at https://tails.com/.
2. Go to the 'Account' or 'Deliveries' section and find the subscription you want to cancel.
3. Click the option to cancel or manage your subscription before the 'last date for changes' shown on your dashboard.
4. Confirm cancellation and keep a screenshot of the confirmation and the dashboard change.

iOS / Android (mobile browser)

1. Open your mobile browser and go to https://tails.com/.
2. Log in and follow the same 'Account' or 'Deliveries' steps as the web method.
3. Confirm cancellation and save a screenshot of the confirmation and any emails received.

Email

1. Compose an email to [email protected] with the subject 'Cancel subscription' and include your full name, account email and order number.
2. State the effective date you want the cancellation to start and request written confirmation.
3. Keep the sent email and any reply; refunds or changes will be confirmed by return.

Phone

1. No dedicated phone number for cancellations is published by Tails; the company lists support via email and account pages as primary routes.
2. If you have a phone number from a prior order, note that Tails does not publish standard cancellation-by-phone terms in its help pages.

Post

1. Write a signed, dated letter stating your account details and that you cancel the subscription contract.
2. Send by recorded delivery to: Tails, Unit 1, The Exchange, Brent Cross, NW4 3RJ London, United Kingdom.
3. Keep the proof of postage and the delivery receipt; allow several working days for processing.

Cooling-off (initial or renewal cooling-off period)

Under the Digital Markets, Competition and Consumers Act 2024 consumers have a right to cancel subscription contracts during an initial cooling-off period and during any renewal cooling-off period. Cancellation is effective from the time notification is given. No penalty or charge may be imposed for cancelling under this right. See Digital Markets, Competition and Consumers Act 2024 - cooling-off rights.

Required proof: written notice of cancellation (email to [email protected] or account dashboard confirmation). Applicable law: Digital Markets, Competition and Consumers Act 2024.

Moving address / delivery no longer possible

If you cannot receive deliveries at your new address, contact [email protected] with the new address and request cancellation or a change of delivery address. Tails help articles instruct account changes via logged-in pages for delivery updates. If Tails cannot deliver and you request cancellation, provide proof of new address such as a utility bill or tenancy agreement.

Required proof: copy of proof of new address. Applicable law: Consumer Contracts Regulations 2013 where distance contract delivery is affected (Consumer Contracts Regulations 2013).

Price increase

If Tails increases the price mid-contract, check your renewal and the 'last date for changes'. The Consumer Contracts Regulations 2013 and the 2024 Act protect consumers where a change affects a renewal cooling-off period. If a price increase is treated as a contract variation and you do not accept it, you can cancel the renewal cooling-off period when notified. Required proof: copy of price change notice from Tails. Applicable law: Digital Markets, Competition and Consumers Act 2024 and Consumer Contracts Regulations 2013.

Death of subscriber

To cancel because the subscriber has died, email [email protected] with a clear statement and attach a copy of the death certificate and proof of relationship or administration. Tails help channels indicate email support for account issues. Required proof: death certificate and account holder details. Applicable law: general contract succession rules and Consumer Contracts Regulations 2013 where applicable.

Product faulty or non-delivery

If goods are not received within 30 days after order, email [email protected]. Tails will either deliver within 10 days or, if still undelivered, you can cancel and receive a full refund. For faulty goods, returns are available; dry blends that are tailor-made cannot be returned unless faulty according to company policy. Required proof: order number, delivery tracking, photographs if faulty. Source: tails.com refund and returns policy.

End of commitment / standard cancellation

If your subscription is simply ending or you want to stop future deliveries, cancel via your account before the 'last date for changes' shown on the dashboard. If you cancel after that date, the upcoming order will still be charged and delivered. Applicable law: Consumer Contracts Regulations 2013 and company terms.

Before you cancel: try to negotiate

Tails does not publish specific retention offers on its public help pages. No retention discounts or loyalty offers are reported in the available help content. If you want to ask for a retention offer, contact [email protected], state your account email and outline a counteroffer you would accept. Ask support for an account credit, delivery pause or recipe change rather than full cancellation. Keep all replies by email for proof.

What cancelling saves you - compute yearly costs

Because tails.com subscription pricing is not publicly disclosed, compare competitor monthly plans that represent alternatives you could switch to. Example calculations from competitor prices:

• Real Pets Health Club: £16.50 x 12 = £198.00 per year
• Nova Pet Wellness Plan: £16.50 x 12 = £198.00 per year
• Healthy Pet Plan (vet.co.uk): £18.50 x 12 = £222.00 per year
• Pet Health Club (IVC Evidensia): £30.00 x 12 = £360.00 per year
• Tails USB 64GB one-off purchase: £19.99 (not a subscription)

Cheapest real alternative listed: Real Pets Health Club at £16.50 per month, yearly cost £198.00. If your current monthly subscription to tails.com costs more than £16.50, cancelling and switching to Real Pets would save the difference multiplied by 12. Tails.com does not publish standard monthly subscription prices publicly for comparison in these help pages.

Key UK consumer laws that apply

The main laws relevant to cancelling a distance subscription in the UK are the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Digital Markets, Competition and Consumers Act 2024. The Consumer Rights Act 2015 also requires services to be performed with reasonable care and skill and prevents unfair contract terms. See the official regulations: Consumer Contracts Regulations 2013 and Digital Markets, Competition and Consumers Act 2024.

Cooling-off and refunds

The 2013 Regulations give a 14-day cancellation right for distance contracts. The 2024 Act adds an express right to cancel subscription contracts during initial and renewal cooling-off periods. If you validly cancel, the trader must reimburse payments within 14 days of receiving goods back or being informed of cancellation. The refund must use the same payment method unless otherwise agreed. No penalty may be imposed for cancelling under the 2024 Act.

How to escalate if Tails refuses or delays

1) First complain to Tails via [email protected] and keep all correspondence. 2) If unresolved, seek guidance from Citizens Advice and the Competition and Markets Authority for unfair auto-renewal practices. 3) For card payments on credit cards you may consider a Section 75 claim or a chargeback via your bank where applicable. The Consumer Rights Act 2015 covers unfair contract terms.

Confirm access and final delivery

After you cancel in the account dashboard you should receive an on-screen confirmation and, where available, an email confirmation. Check your dashboard for the subscription status and the date up to which deliveries will continue, especially if cancellation happened after the 'last date for changes'.

Data and account details

If you want Tails to delete your account or personal data, email [email protected] with a subject 'Data deletion request' and include your account email. Keep the reply for your records. The company's public help pages direct users to email for account issues.

Final billing and refunds

If a refund is due, Tails states refunds can take up to 14 days to be credited from the point the request is received. For non-received orders the company will deliver within 10 days or allow cancellation with full refund if delivery still fails. For tailored dry blends, returns are not accepted unless faulty.

Re-activation

You can re-activate by creating a new subscription or re-subscribing through your account on https://tails.com/. Keep any original account details that you may need to restore preferences or recipes.

Use this checklist to complete cancellation and protect your rights.

• Log in to tails.com and cancel via the 'Deliveries' or 'Account' dashboard before the 'last date for changes'.
• Take a screenshot of the cancellation confirmation and save any confirmation emails from [email protected].
• If you emailed support, keep the sent message and the reply; allow up to 7 days for an initial reply per help articles.
• If you want a refund for non-delivery, email [email protected] after 30 days since order and follow their instruction; if still undelivered after 10 days from their re-delivery promise you can request a full refund.
• Send recorded delivery to Tails, Unit 1, The Exchange, Brent Cross, NW4 3RJ London, United Kingdom if you prefer a signed postal cancellation and keep the receipt.
• If your card was charged incorrectly, contact your card issuer for chargeback or Section 75 advice if the payment qualifies.